Customers can forget appointments if you don’t remind them. It mostly happens when they book appointments in advance resulting in no-shows and late shows. Reminding them is valuable as it prompts them to show up or reschedule their appointments. If they cancel, you’ll still have the window to onboard customers on your waiting list.
Handling appointment scheduling and reminders the right way can help businesses minimize no-shows, save time, serve more clients, grow revenues and attain steady business growth. However, running appointment reminder has its challenges.
There are common yet costly mistakes businesses make in appointment reminders services. Such blunders could result in missed appointments, unsatisfied clients, business failure, or slow growth.
Get the most out of your appointment reminder service by identifying the mistakes your business can make and the easy ways to correct them.
Using files to manually manage appointments can be cumbersome for you and for your clients.
On many occasions you need to refer to the files for you to trace the client’s information so you and your team can call them. Moreover, you may misplace client details and battle with inaccuracies.
Use an appointment reminder service app. It can lift the burden of manual appointments off your shoulders. It automates the appointment scheduling and reminder service increasing the efficiency of your business in service clients.
The appointment reminder industry is saturated with appointment scheduling and reminder apps each claiming to be the best. The chances of picking a wrong tool is, therefore, high.
Every business is unique hence the need for an easy to use, automatic, reliable, and customizable appointment reminder tool that services effectively meets a business’s specific functions.
Pick an ideal appointment reminder app. Such an app supports text reminders, email reminder, and voice reminders. The app should easily integrate with your calendar of choice. The reminder service should support automatic appointment reminder, customizable templates and support a two way replies with your customers.
Setting up your appointment schedule incorrectly can inconvenience your customers and hurt your business. This can happen when different customers book a session meant for a single client, show-up same time. The waiting client can be disappointment and you could lose them.
Use appointment reminder to organize your schedule. Customers will only book the hours you’re available. You also have the flexibility to alter your schedule from time to time depending on your availability.
Default reminders are good but not good enough. They don’t catch the attention of your customers much and that could give your competitors a competitive edge if they are customizing and personalizing reminders.
Customize and personalize your customer reminders. Use appointment reminder templates or create yours from scratch and talk to your customers like you know them. They’ll like it and reward you by showing up to their scheduled appointments.
The common culprit is sending customers an initial confirmation message and assuming they’ll show up. Another instance is sending the customer only one reminder even when they’ve booked a service say two weeks in advance. Life is busy and they may forget.
Send reminders using best practices. Enough reminders could be relative as it varies from one business to another. Some may need a confirm message and two reminders and other businesses may need more reminders. Determine what works for your business and work with it.
The baseline is to send a confirmation reminder then ensure you send another reminder a day to the appointment then one more about 2 hours to the appointment.
Customers respond to email reminders, voice reminders, and SMS text reminders differently. Business that send reminder anyhow end up with a low confirmation rate.
Send reminders at optimal times. Findings from appointment reminder apps reveal that clients are responsive to emails from as early as 5 am. They prefer voice reminders or phones from mid afternoons from 3 pm, and SMS text reminders later in the day from 6 pm.
Focusing more on no-shows and paying little or no attention is equally detrimental to your appointment reminder-based business. Unfortunately, this is the trend among a significant number of business. It takes a single delay in one appointment to destabilize the rest of the day’s appointments.
If running your appointments late become a trend, then your customers may also start attending appoints late as you would come across as someone who can bear with their lateness.
Notify all your customers about possible delays so they can plan themselves appropriately. Some delays are inevitable. Appointment reminder apps can allow you send mass text notifications to your customers.
A successful appointment reminder strategy incorporates giving customers enough information regarding what the service entails and your expectations from them.
Provide your customers with all necessary information about your services. Usually, customers will book your services after identifying that you can deliver whatever service they need. They book an appointment with the conviction that they will get what they have seen on your service charter. Ensure all service details are clear so clients can make informed decisions.
Its disappointing for customers to show-up at your business only for them to realize that there is a document you needed but didn’t communication.
If documents must be forgotten, let it not be because you didn’t communicate to your customers but because they forgot.
Communicate everything you need from your customer for the success of the appointment. A tax professional may, for example, ask their clients to show up with the necessary files needed to file returns. A legal profession on the other hand may ask their client to come over with any documents they have relating to their case.
If you work with a team, it is essential that they understand the appointment reminder process so they can support customers accordingly. The gaps that exist in staff knowledge can result in erratic customer support services.
Enlighten your staff about the appointment reminder service. Not every organization can afford contracting a third-party organization to manage their appointments. This makes it necessary for small teams in businesses and mediums-sized enterprises to train staff on how to best support customer journey. Even with automation, customers still need human support.
Although email reminders work, it may not be wise to exclusively rely on them. Not all clients may have the pleasure to check their emails frequently. Moreover, they must have an internet connection to access their emails. Exploring other reminder options can bridge the gap.
Prioritize using text reminders. SMS or text reminders have the highest open rate. Even if your client’s phone is off, they get the message as soon as they switch it on. They can respond effortless, especially with appointment reminder’s two-way reply feature.
What do you think happens when customers opt out of your SMS text reminders? Unless you’ve a backup plan, they will no longer receive your appointment reminders. That would translate to a missed appointment and revenue losses for your business.
Have a backup appointment reminder option. If for instance you use SMS text reminders, you can have email reminders as an option so you can use it as a fallback option to still send appointment reminders to your customers if they opt out of your SMS text reminder service.
Knowing you can reach your customers in their SMS text inbox is a good thing. However, it can tempt you to flood their inbox with text reminders. Sending too many texts does not translate to more efficiency.
Understand the nature of your business and the time between the appointment booking and actual date. An average of three reminders works for most businesses. This includes a confirmation message immediately customers book an appointment, a reminder a day to the appointment, and one more 2 to 3 hours to the appointment.
Business is about nurturing health ongoing relationships with your customers. Failing to acknowledge them after a visit could create voids in your relationship with them.
Send customers a follow-up text after a service. The customer’s response would provide insights to improve your services. You can also use the follow-up text to get useful feedback or ratings that you could showcase on your website or social media business profiles.
If you avoid these common mistakes in appointment reminder services, your appointments will be more successful. You’ll be more efficient, motivate your team, and impress clients. You will save more time and use it to serve more clients. Your revenues will grow and your business will run steadily and be on the path to more growth.